Custom Computer Technologies, Inc.

Review: I took my laptop (Leveno Thinkpad) in for service on January 14th 2014, because there was an operating system error. I was greeted nicely and I explained my issues, the front desk person explained the possible problems, but noted that until they look, nothing promised. I was then slid a piece of paper with the service agreement and signature spot on the front and a brief explanation of the different cost according to how fast I needed the work done. I was in no hurry and the cheapest and slowest rate of $50 was the best for me, my laptop was assigned a #[redacted] and I was told to reference that when I called; I signed the paper and left. A week went by and I was called and told that the operating system needed to be reloaded and I would lose all programs, but they could save the documents and photos; I agreed to the service required and they would start as soon as they could. I got a message about a week later saying the work was completed and the final cost was $150. I never received another phone call and assumed everything was good. I became unemployed about the same time I dropped off the laptop and had to do some traveling for personal reasons. when I returned, I noticed the store had closed, or so I thought. I later found out that they had changed locations and on April 1st, I returned to the store to pay for my laptop. I was told the laptop was in storage because they had thought it was abandoned, even though they never called to confirm; I was told they would call me the following day to let me know they had it in store. I never received a call and decided on April 3rd to return to the store at the end of the day. once in the store, the same gentleman that told me the laptop was in storage, was now telling me the laptop was 'disposed' of because it had been in their store for 30 days after they made repairs and contacted me. I was unaware of that information and he showed me the contract I signed and then flipped the paper over to reveal the back that had a full page of policies that I did not know was even there. I never saw the back of the contract when I signed it, nor was I notified of any of the information. One of the policies even included a $5/day storage fee that I am sure I would have noticed. I asked why I was not called prior to the 'disposal' and he said they didn't have to, I asked quite a few questions because they 'disposed' of my only laptop and I was kinda in shock. I since emailed their website and displayed tactfully my problem with the way they handled my situation and I have not received any return emails.Desired Settlement: I purchased the Thinkpad a few years ago and it was over $700, I know it is not worth that now, but I would like and I still need a laptop. I was told prior to leaving the store on the 3rd of April that he would help look for a laptop that was around the same price of the repairs and I said okay, but I have not heard anything back from them for that either. Now that I am contacting the Revdex.com, I would like a similar laptop or better, this has caused a hardship and I have been borrowing computers when I can to do what I need to do.

I also believe their back page of the contract should require initials so that people see what they can do to their equipment after just 30 days.

Business

Response:

Mr. [redacted] did bring his non-working Windows XP system in on Jan 14th for repair and as he states, he was notified the system was done and ready for pickup (and payment) on the 27th of that month. Our records indicate that Technician Bill Watts also attempted to contact Mr [redacted] two more times after his initial notification without success over the next two months.

Just to be clear, the contract Mr. [redacted] signed does, in fact, state: 3. WARNING: Items left 15 days after notification or our 3rd attempt to notify of completion will be billed $5.00 per day storage fee starting on the 15th day after completion. Items left 30 days after notification of completion or 3 attempts to notify of completion of work may be considered abandoned by me and I authorize C2T to dispose of the property as seen fit by C2T and add reasonable disposal costs to my bill. C2T shall have no liability with regards to disposal of abandoned software/hardware/data.

However, we do not hold strictly to that as we would rather a customer pay for our services as originally agreed than have to turn it over to collections or simply dispose of the system. Since we have a policy against selling used systems, they have little value to us. In this case we held the system for 62 days. 62 days of no contact from the customer after he was notified. It is not uncommon for us to hold a system, without fees when a customer contacts us and asks "IF" we will do this as a courtesy to them. I have two systems in the shop currently being held in this way. These people let us know what is going on and make sure we do not suspect the system is abandoned. We consider this reasonable in certain circumstances.

The contract also states: 6. Customer acknowledges PAYMENT IS DUE AT THE TIME OF SERVICE UNLESS A NET TERMS ACCOUNT HAS BEEN ESTABLISHED PRIOR TO THE TIME OF SERVICE. (This is exactly how it is printed on the contract)

Please note that NO 30 or 60 day net terms were established for this customer. But by his own admissions, he did not attempt or even intend to pay us for over 60+ days just the same.

The contract Mr. [redacted] signed shows he agreed to pay for service rendered and now owes $150.00 for the work and not less than 15 days of $5.00 per day storage for a total of $225.00. We actually stored it for a 32 days longer but Montana law does not allow us to charge more for storage than the system is worth. This model is currently selling on E-bay used for $79.99 and "refurbished" for $94.99 to $140.00. This model was released 7 years ago in October 2007.

Mr. [redacted] fully admits he was properly notified that his system was completed on January 27th. HE states that HE fell on hard times and did not come to retrieve HIS laptop for 64 days due to his personal issues. It should be noted that he did not call us to inform us of any issues with his ability to pay his bill or difficulty in retrieving his system. He did not bother to ask we hold the system for him. He just decided that we had to eat $150.00 in labor charges until he felt like paying and hold his system indefinitely though we had not heard from him at all. We consider this unreasonable. We had a contract for services and fully operated in good faith and he blew us off and now somehow expects redress for his failure to do his part in even the smallest way. Something seems very wrong with this thought process. This is not a hobby, this is how we make a living and pay our bills. Payment is not optional.

Personally, I always find it interesting when customers decide they have no responsibility what so ever for their own property and bills but because I offer a basic service, I somehow am to take on all responsibility for them, their bill and their actions or in this case, his lack of any reasonable actions on his own behalf. Mr. [redacted] decided that due to his own hard times, which we had no control over or knowledge of (because he never contacted us), we somehow had to automatically extend 60 plus days of credit and store his system until he got around to wanting it again.

As for him thinking the store had closed, we have the exact same phone number we have had since 1997 and there has been, to this very day, a sign on the door of the old location stating our new address. We also have a website with a "contact" page and have the same e-mail we have had since 2000. AND...we tried to contact him prior to the move as we did all customers with systems in shop.

When Mr. [redacted] came in on the 1st of April, the tech stated at that time that the system had been marked as abandoned. He did not say "IT IS IN STORAGE" but stated that it might still be there, to let us check and for him to check back with us. Mr. [redacted] did this. He was told it was gone. He then asked about purchasing another used system from us. However, after abandoning a system and not paying a $150.00 bill, which is STILL OWED AND PAYABLE, we will no longer do business with Mr. [redacted]. This is standard policy for customers who do not pay their bills.

That contract that Mr. [redacted] claims not to have read when he signed it also states: 1. I acknowledge C2T's right to charge for services rendered and agree to pay all cost associated with said service and/or collection of any outstanding charges or bills due. This includes but is not limited to reasonable attorney fees, finance charges, collection and late fees.

It should be noted as well that the contract has NO fine print. All information is in a size 12 BOLDED font. And the last line on the front, directly (about ½ inch) above the signature line states: My signature here acknowledges my certification I am AT LEAST 18 years old and able to "contract for services" as well as my agreement and acceptance of Custom Computer Technologies, Inc.'s terms and conditions including but not limited to those printed on the front and back of this form. (Bold and underline added for emphasis)

So here is where we are at with this. C2T Performed the requested service as promised. C2T provided service at the rate promised. C2T notified customer of the systems completion as promised. C2T tried to follow up while storing the system in order to get the payment and held the system over twice as long as we indicated we would in our contract for services agreement. And when requested, C2T checked our storage facility to see if the system was still there or had been recycled. Had it been there, we would have gladly accepted the money owed to us for several months.

HOWEVER, the customer did not come to pick up his system as HE promised. HE did not pay for his system as HE promised. He seems to blame us for HIS not having read a contract that was handed to him for a signature. HE apparently did not read the front of the service order either as it states that you are agreeing to the back. ( Actually, I would have to assume a reasonable person does not have to read a contract to know payment is not optional or to be made "someday" when the whim just happens to occur. ) Customer NEVER attempted to notify us at all of his financial or other issues.

Now, simply because HE did nothing for over 60 days and we did everything promised, within the time promised and within the cost promised, he wants $700 for a notebook which is selling for less than $97.00 currently but apparently has no intention of paying his original bill for $150.00 (let alone the storage fees.) for the work HE requested. He failed to do his part, not us. We did the work in good faith and expected to be paid in short order after completion of said work, he did not even try to uphold the most basic of his part of the relationship. Maybe...just maybe, he could have picked up the phone and let us know what his intentions were. Instead, he blames us for not "confirming" whether he intended to continue with not paying his bill and or communicating with us. He states he has a problem with the way we handled his situation. I personally, don’t see how his not doing his part has become our issue. We thought we had been kind for (so far) not pursuing a collection on the money still owed to us in accordance with our contract for services. Our mistake.

As a side note: I cannot find where were received any communication from him via e-mail.

If Mr. [redacted] would like, after he pays us what is lawfully owed including storage fees as per our contract, I will gladly order him a replacement used R61i as a courtesy.

Sincerely;